.BAT is evolving at pace into a global multi-category business. With products like VELO, VUSE and GLO we are on a mission to decrease the health impact of our industry. To achieve our ambition, we are looking for colleagues who are ready to Be The Change. Come, join us on this journey! British American Tobacco Mexico has an exciting opportunity for an IT Service Manager in Monterrey. This role is part of the IT Function. The Service Manager plays a crucial role in ensuring the effective delivery and management of IT services for a portfolio of applications or a group of end markets. This role is responsible for supervising supplier service levels, maintaining positive relationships with partners and 3rd party suppliers, and adhering to ITIL standards and commercial contracts. Your key responsibilities will include: Responsible for supervising the performance of suppliers who provide IT services to the organization. They ensure that the services meet the required service levels as per the ITIL (Information Technology Infrastructure Library) standards and the terms defined in the commercial contracts. Leads all aspects of the day-to-day IT service operations for a specific portfolio of applications or a group of end markets. They ensure that services are delivered efficiently, incidents are promptly resolved, and service requests are handled optimally. Maintaining strong working relationships with partners, as well as 3rd party suppliers, is a critical aspect of the role. The Service Manager collaborates with various teams to understand their service requirements and align the services accordingly. Conducts regular service reviews to assess the performance of IT services and ensure they meet the encouraged service levels. They supervise key performance indicators (critical metrics) to identify trends and areas for improvement. Matching digital technologies which support the business objectives using a range of techniques such as eliciting & documenting requirements with partners, conducting rapid prototyping, producing business models, preparing cases, defining requirements and technology readiness assessments. Providing input to and/or assist in ensuring compliance with agreed standard methodologies, preparing account plans, budget proposals, resourcing plans and project plans, creation and maintenance of IT strategies. Identifying and raising issues impacting the execution of strategic / operational / project plans. Coordinating implementation of solutions – checking against the initial requirements. What are we looking for? Bachelor's degree or equivalent experience in Information Technology, Computer Science, Business Administration, or a related field is typically required. A master's degree or equivalent experience can be an advantage. Certifications: Certifications such as ITIL (Information Technology Infrastructure Library), or other service management qualifications are highly beneficial
